Grievance Redressal

What You Can Report

• Booking, cancellation, refund, package, payment, cash return, or QR check-in issues.
• Privacy, data correction, account deletion, consent withdrawal, or data retention concerns.
• Unsafe, abusive, discriminatory, fraudulent, or unlawful conduct by users, spas, therapists, or staff.
• Fake, abusive, infringing, or unlawful ratings, reviews, profile content, or uploaded media.
• Accessibility, app store, support, OTP, account access, or security concerns.

How To Submit

Email support@bookmyspalon.com with the subject "BookMySpa Grievance". Include your registered phone number, role, booking ID or payment reference if relevant, spa name, date/time, a short description, and screenshots or documents where helpful. Do not share OTPs, passwords, card numbers, CVV, UPI PINs, or unnecessary medical data.

Timeline

Consumer complaints are targeted to be acknowledged within 48 hours and resolved within one month from receipt where applicable. Privacy and data requests are handled within the applicable legal timeline after identity verification and any required clarification. Complex payment, bank, fraud, law-enforcement, or spa-service disputes may need additional time.

Escalation

If you are not satisfied with the first response, reply to the same email thread and ask for escalation to the Grievance Officer. You may also use remedies available under applicable Indian consumer, data protection, cyber security, payment, or other laws after using the platform grievance process where required.

Content And Safety Action

BookMySpa may hide, remove, preserve, or restrict access to content or accounts when required by law, platform terms, court/government order, fraud prevention, safety review, or user complaint. We may preserve relevant records where needed for investigation, legal compliance, or dispute handling.